1+ months

Manager, Customer Delivery

Cisco Systems Inc.
Sydney, NSW 2065
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The Business Entity

Cisco's CX TAC Centres are teams of extraordinary technical experts whose #1 focus is to help customers across the globe deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through excellent financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. CX TAC Centres are aligned across to the globe and together we form an awesome team. Our ability to partner with customers in solving their toughest networking challenges is what sets us apart in the industry and keeps customers coming back to Cisco. As digitization shapes our future, we lead with innovation, embrace change, and believe the customer experience is paramount to our success.

 

 What youll do

Support Services is seeking a Manager to lead a team of Technical Consulting engineers responsible for providing technical support on Security Technologies. This role will report to the Director of the Security Technology group, APJC CX TAC. The Manager will work with local and regional peers to deliver the following priorities and outcomes:

 

Accelerate Customer success and loyalty:

Deliver excellence in every interaction whether with an external customer or partner, an internal stakeholder or colleague. Specific areas of focus include simplifying the customer's experience of working with Cisco, providing a consistent, positive experience globally and utilizing insight and intellectual capital to be more proactive in our interactions. Progress will be measured through customer comments, stakeholder feedback, engineering engagement quality and impact, intellectual capital posting/utilization, and moving from reactive to proactive in customer interactions.

 Manage and Develop Talent:

Lead the organization in active listening and career development with a comprehensive focus on building role-relevant technical, business and leadership skills and certifications. Employee feedback survey results, event count and evaluation/feedback, early in career hiring and retention targets will be used to measure progress throughout the year.

 Operational Excellence at Scale:

Meet/exceed Customer Satisfaction targets across product lines, geographies and teams with overall measures. Sponsor and Execute Local Site initiatives that drive a culture of Innovation, Employee Engagement, Quality and Certification Culture. Accelerate Employee Engagement: Drive business impact by being a diverse and inclusive leader who actively engages employees and business partners in a way that they feel welcomed, valued, respected, and heard. This behaviour drives improved engagement, which can result in increased productivity, collaboration, and innovation.

 

Who Youll Work With

 Security CX TAC team is a team of world-class technical experts whose #1 focus is to help customers plan, design, deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. You will be part of a dynamic, fast paced and supportive team thats built to manage the professional and support services for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Customer Experience organisations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support on some of Ciscos key customers.

 

 

Who You Are

You live Customer Obsession and excellence in customer support. You are a role model, exhibiting personal competencies of self-awareness, self- regulation, self-motivation and social awareness.

You have the ability to build and develop a high-performance engineering team by articulating an overall vision, strategy, and organization goals and driving the team to meet or exceed performance goals and metrics. You have talent for coaching and developing high-performing teams and a pipeline of talent. You have experience in building diverse teams by utilizing innovative strategies with tangible actions to attract, retain, develop, and engage people who are diverse. You have proven ability to break down barriers to collaboration and teamwork, in a global and highly complex environment.

 

 

Why Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

Posted: 2019-10-04 Expires: 2020-01-04

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Manager, Customer Delivery

Cisco Systems Inc.
Sydney, NSW 2065
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